The SVP Global services is responsible for the end to end management and leadership of the service delivery cycle, processes, and achievement of targeted results. This position will lead our Global Services team to ensure: a high level of client satisfaction, quality delivery of our solutions, and efficient utilization of all services resources. The SVP Global Services will have ownership and responsibility for managing a high-performing Global Services delivery team with a passion for process excellence.

Supervise the Global Services team, including

• Provide leadership and effective direction of staff to influence employee commitment to the organization, to the team and to their clients
• Assist in assessing performance by providing fair and accurate formal and informal feedback
• Place team members in situations where they will be challenged, succeed and expand capabilities
• Exemplify and support the company culture and be an effective role model for the services team

Manage the Global Services function, including

• Operational responsibility for the delivery of the Global Services organizational performance targets
• Establish standardized business processes, workflows, practices and templates
• Own and create the service processes and improvement as driven by the market and best practice implementations
• Support pre-sales activities and ensure accurate statement of work artifacts are prepared and executed for our client base
• Provide improvements to the delivery methodology and sales support processes; identifying gaps and improvements through the sales to go-live
• Continue to define, build and execute a project management capability for our service delivery team which includes owning the service roadmap, implementation and delivery of the platform to clients
• Own the budget for the Global Services organization including financial planning and budget management and oversight functions
• Provide required management reporting, including accurate revenue forecasts, resource assignments, utilization, and project status summaries
• Ensure compliance across all regions and departments with Global Services policies, standards, guidelines and controls
• Ensure high quality delivery of solutions and support to our clients
• Develop executive customer relationships
• Collaborate with internal teams to create a shared vision and establish a strong cross functional processes and alignment across the business

• University Degree, preferably in Business, Computer Science, Mathematics, or Engineering
• 15+ years of progressive Consulting or Services roles within a Global Organization of a leading enterprise software vendor with a highly complex technical environment
• MBA, or other advanced management training, preferred
• The position typically requires approximately 20-40% travel
• Excellent communication skills

Key Competencies

• Must display leadership qualities and earn trust and respect of services team members and cross-functional and global teams
• Experience in downstream supply chain, including demand planning, channel inventory management, order management and merchandising for retailers and vendors
• Ability to develop trust with client-side users and management
• Strong financial management skills for managing a Global Services organization
• Ability to effectively communicate across the organization and with clients
• Solid implementation background with deep knowledge of best practice and client stakeholder management
• Demonstrated effective solution development and project management skills
• Ability to think effectively and collaboratively for the benefit of all stakeholders
• Effective prioritization skills with strong attention to detail
• Have experience building teams in a dynamic environment and international presence
• Strong technical skills, with ability to think through details and tactics without losing sight of overall strategic goals
• Discipline to follow and enforce established processes, while maintaining a commitment to continuous improvement
• Ability to multi-task and prioritize in a high growth, innovative, and hands on environment